Eugene W. Anderson
University of Michigan
Customer retentionBusinessMarketingCustomer satisfactionCustomer delight
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Publications 23
#1Eugene W. Anderson (UM: University of Michigan)H-Index: 21
#2Sattar A. Mansi (VT: Virginia Tech)H-Index: 20
Abstract This article examines whether customer satisfaction is associated with key metrics from corporate bond markets—namely, credit ratings and cost of debt financing. The authors draw on theory in marketing and finance to predict how customer satisfaction should be associated with both measures. To test the hypotheses, they employ the American Customer Satisfaction Index (ACSI) database of more than 150 publicly traded firms during the period from 1994 to 2004. The empirical work controls fo...
72 CitationsSource
#1Eugene W. Anderson (UM: University of Michigan)H-Index: 21
I am delighted to have an opportunity to comment on Rust and Chung’s (2006) timely and insightful article. This article does an excellent job of summarizing the evolution of marketing models of service and relationships. Rust and Chung (2006) rightly attribute increasing interest in such models to ongoing changes in information technology—an ancient trend with an extremely high likelihood of continuing into the future. Their eloquent and provocative observations on the implications of this trend...
22 CitationsSource
#1Vikas Mittal (University of Pittsburgh)H-Index: 37
#2Eugene W. Anderson (UM: University of Michigan)H-Index: 21
Last. Pandu R. Tadikamalla (University of Pittsburgh)H-Index: 22
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This paper draws on the quality profitability emphasis framework of Rust, Moorman, and Dickson (2002) (Rust, Roland T., Christine Moorman, Peter R. Dickson. 2002. Getting returns from service quality: Revenue expansion, cost reduction, or both. J. Marketing66(October) 7-24.) to examine the association between customer satisfaction and long-term financial performance among firms that achieve a dual emphasis (focusing on both revenue-expansion and cost-reduction simultaneously, rather than solely ...
239 CitationsSource
#1Neil A. Morgan (IU: Indiana University Bloomington)H-Index: 38
#2Eugene W. Anderson (UM: University of Michigan)H-Index: 21
Last. Vikas Mittal (University of Pittsburgh)H-Index: 37
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Abstract Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms' customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms' CSIU and compare the CSIU practices reveal...
171 CitationsSource
#1Steven M. ShuganH-Index: 30
Last. Eugene W. AndersonH-Index: 21
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#1Eugene W. AndersonH-Index: 21
#2Claes Fornell (UM: University of Michigan)H-Index: 41
Last. Sanal K. Mazvancheryl (Georgetown University)H-Index: 3
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Abstract In this article, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows. Empirically, they find a positive association between customer satisfaction and shareholder value. They also find significant variation in the association across industries and firms.
825 CitationsSource
#1Eugene W. Anderson (UM: University of Michigan)H-Index: 21
#2Linda Court Salisbury (UM: University of Michigan)H-Index: 7
A formal model of market-level expectations is developed and used to identify testable hypotheses. The empirical findings indicate that market-level expectations are more adaptive in nature than previously thought. The study also provides the first systematic investigation of cross-industry variation in the formation of market-level expectations. Several factors, including advertising, word-of-mouth, market growth, and purchase frequency, are found to have a significant moderating influence on t...
89 CitationsSource
#1Eugene W. Anderson (UM: University of Michigan)H-Index: 21
#2Vikas Mittal (University of Pittsburgh)H-Index: 37
Customer satisfaction programs do not always deliver anticipated results. Disenchanted, some have labeled satisfaction measurement a "trap" and argued for abandoning customer satisfaction as a means for optimizing customer retention and profitability. The authors argue that doing so may be a mistake because the satisfaction-profit chain is conceptually solid. However, to achieve results, an important step is to recognize that the links in the satisfaction-profit chain are asymmetric and nonlinea...
1,043 CitationsSource
#1Eugene W. Anderson (UM: University of Michigan)H-Index: 21
#2Claes Fornell (UM: University of Michigan)H-Index: 41
How do we know if an economy is performing well? How do we know if a company is performing well? The fact is that we have serious difficulty answering these questions today. The economy-for nations and for corporations-has changed much more than our theories and measurements. The development of national customer satisfaction indices (NCSIs) represents an important step towards addressing the gap between what we know and what we need to know. This paper describes the methodology underlying one su...
369 CitationsSource
#1Eugene W. AndersonH-Index: 21
#2Claes FornellH-Index: 41
57 CitationsSource